Kristin Bouveng
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Total activity52
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Last activity
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Activity overview
Latest activity by Kristin Bouveng-
Kristin Bouveng commented,
Question - is the 'SLA metric breach time' the time from when the SLA was breached until the metric was fulfilled? For example, First reply time metric in an SLA policy is set to 1 hour. The tick...
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Kristin Bouveng commented,
Agree with this - recently had to create a private group for an urgent matter with sensitive information, but we also need agents to access the Suspended view. Now admins have to regularly manage ...
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Kristin Bouveng commented,
Chris Curlett Could it be because you have the ID in both "Previous value" and "New value"?I have a similar custom attribute set up (so not as a metric, I use the attribute as a filter in the updat...
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Kristin Bouveng commented,
Inon Rousso Yes you can exclude specific agents or groups within an SLA policy, by adding the condition "Assignee"/"Group" - Is Not - [Select in dropdown]
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Kristin Bouveng commented,
CJ Johnson this is awesome! Do you know if it's possible to also add business hours calculations to that? So it calculates the business hours as opposed to the calendar hours.
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Kristin Bouveng commented,
Hi, any detail on whether this is close to being launched? Thanks
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Kristin Bouveng commented,
This article is great, however you might want to look at the order of the bullet points where you're listing the conditions/actions as they seem to be in the wrong order: Create a trigger with ...
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Kristin Bouveng commented,
Agree on this - it's such a shame you can't change the height of the value, or make it 'responsive' so it automatically makes all values fit on the screen without having to change the size manually...
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Kristin Bouveng commented,
We have just enabled Agent Workspace in our instance and this has by far been the biggest piece of feedback from all our agents. Are there plans to change from showing requester name to Subject ti...
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Kristin Bouveng commented,
I can't find a metric in the SLA dataset for Next Reply Time. How do I report on this?